Supervision and development of the Call Center staff to provide a quality front line customer service experience for Thorlabs customers.
Focus on customer centricity ensuring this permeates throughout department.
Lead and mentor CSRs to achieve individual and team-wide performance objectives.
Help the team answer customer inquiries and provide an escalation path as needed.
Keep the team informed of process changes, scheduling changes, etc. through team meetings.
Ensure phone system is up and running and calls are being answered within 3 rings by operators and team members.
Provide increased value in account set up by defining processes and information capture requirements to ensure accuracy in order processing and cleaner data within the ERP system.
Support training needs of the Call Center team by helping develop and execute on trainings.
Track KPIs and metrics to better understand team and individual performance and to drive behavior to improve customer experience.
Communicate effectively with customers and team members to address concerns, share updates, and ensure a smooth workflow.
Liaise with Export Compliance, Distribution, and other necessary departments to legally and procedurally provide best service to customer and best outcome for Thorlabs.
Train staff on import/export guidelines and procedures.
Keep abreast of changing guidelines, processes, and laws as they relate to the customer service function in the process.
Interface with all customer-facing and essential back-end departments to maintain effective and efficient customer order workflow.

Requirements

2+ years of experience in a similar and progressive position preferred.
3+ years of management, supervisory or mentoring experience
Bachelor’s degree or a related field or equivalent work experience
Strong proficiency in sales and customer service
Strong communication, leadership, presentation, and interpersonal skills are required to enable an effective interface with customers, potential customers, internal departments, all levels of management, professional and support staff.
Strong ability to work under time constraints, to multitask, and solve problems.
Strong organizational and planning skills.
Ability to resolve moderately complex management and technical problems; may serve as spokesperson on assigned projects and/or programs; and provide leadership and direction to assigned professional staff.
Ability to work on a self-initiated basis in a team environment, and able to work extended hours.

Benefits

medical, dental and vision insurance
company paid life insurance
generous PTO package
401(k) plan
tuition reimbursement

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer serviceKPI trackingorder processingdata accuracyimport/export guidelinesprocess definitiontraining developmentperformance metricsproblem solvingmultitasking

Soft Skills

leadershipcommunicationinterpersonal skillsorganizational skillsplanning skillsmentoringpresentation skillscustomer centricityteamworktime management